Our Account Management Team gets to work with our enterprise accounts (manufacturers and
enterprises), in so many ways—from data analysis and reporting to identifying challenges where Renova can step in with solutions. Of course, like any organization there are times when we need to put out a fire (thankfully not very often), it’s all about keeping things moving. Our team enjoys the process, especially when we finally nail down a solution and move from a pilot to a full production repair schedule for our customers.
We’ve noticed a lot of chatter on LinkedIn about what makes good customer service, so here are a few concepts we’ve put into practice at Renova, particularly when it comes to data and customer service.
Using Repair Trends To Ask Questions
Using repair trends to ask the right questions can make a huge impact in customer service. As an example, one of our large customers kept requesting expedited service for every single repair order
(RMA) even though our turnaround time is usually just a couple of business days (depends on the SLA
and products).
During our monthly account review call, we went through the model numbers, locations, and even
looked at the field technicians sending in the devices. We noticed some trends, like a lot of “no fault found” cases and also that same day shipping would be a game changer for their end customer. We had that “aha moment” when we realized that making a few tweaks to our product flow could really give our
customer an edge in the industry.
By digging into the data and asking the right questions, we were able to figure that an advanced
exchange model would work best for their end customer. By implementing and developing a small stock of refurbished models at Renova, we could ship same day for the customer.
In that same conversation, we also discussed implementing testing protocols to make sure field service techs didn’t skip any steps, so our team wouldn’t have to deal with those no-fault issues (reduce costs). In this case, no fancy AI or tools were needed! We believe it's all about figuring out what the end
customers really expect and understanding their SLAs.
Turning Answers Into Developing Repair Solutions
Renova is truly a solutions oriented company. Atlanta is home to many world-class manufactures and
our team get’s the opportunity to sit down and ask the above questions in brainstorm sessions with our
growing client base. At Renova, were looking to solve challenges (which fit our capabilities)- driving brand loyalty and extending the life of their products.
Building Stronger Client Relationships
Without delving into the myriad questions beyond discovery, let’s return to the initial point about asking
questions. Often, the capabilities we provide are not fully explored because the first interaction typically
revolves around repair-related inquiries.
Understanding of our offerings is essential- especially when the data tells us that there is a challenge we can help solve. By fostering open communication channels, we can better educate our clients about the full range of services we provide, from repairs to reverse logistics to forward logistics and fulfillment.
This proactive approach can lead to tailored solutions that not only address immediate concerns (such as printed circuit board repair), but also prevent future issues. For example, a manufacturer might be rolling out a new product, seasonality, or there are other variables to take into account.
Creating Value Through Partnership
At Renova, we believe that building stronger client relationships translates into creating value for both
our clients and ourselves. Regular follow-ups, feedback sessions, and workshops can empower clients to
make informed decisions that align with their needs. The more insight we gain into their operational challenges, the better equipped we become to deliver exceptional service and innovative solutions. As
we deepen these partnerships, we pave the way for greater collaboration, ultimately enhancing
customer satisfaction and loyalty.
Continuous feedback loops ensure we adapt to changing needs and preferences, ultimately driving better outcomes for our clients and better quality. At Renova, we believe that strong partnerships and open communication form the backbone of successful operational excellence.
Coming Full Circle
Whether you are a new or existing customer, schedule a time with our team, so we can help uncover
solutions to challenges. With the use of data, we can turn trends into process and ultimately help refine
your repair solution strategy.
